Customer Onboarding and Support Specialist

Virtual Staff 365; Australia; Remote; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Permanent work-from-home

Dayshift aligned to AUS hours

Full-time role

HMO

Annual leave

13th-month pay

Government mandated benefits

Job summary

Virtual Staff 365 is hiring a Customer Onboarding and Support Specialist to guide new clients through onboarding and ongoing support for an AI-native compliance platform serving Australian businesses.

The role covers implementation, training, and QA activities, requiring strong English communication, detail orientation, and the ability to manage multiple onboarding projects from a remote setting aligned to AUS business hours.

Qualifications

• Previous SaaS onboarding or implementation experience.
• Excellent written and verbal English communication.
• Comfort with SaaS and cloud-based software.
• Strong attention to detail with data like SDS.
• Ability to manage multiple onboarding projects simultaneously.
• Willingness to work Australian business hours.

Responsibilities

• Implement & Onboard: Play a key role in helping new customers get up and running on the company platform.
• Implement & Onboard: Perform hands-on system setup for new customer environments.
• Implement & Onboard: Import and configure user accounts, sites, and roles.
• Implement & Onboard: Import and update Safety Data Sheets (SDSs).
• Implement & Onboard: Import product files from customer inventory management systems.
• Implement & Onboard: Work directly with customer contacts to progress onboarding tasks and resolve setup issues.
• Implement & Onboard: Track onboarding progress and maintain internal records.
• Training & Support: Deliver online product training sessions to customer users via video calls.
• Training & Support: Maintain and update standard training materials to reflect system updates.
• Training & Support: Respond to inbound customer support enquiries promptly.
• Training & Support: Resolve customer issues where possible and provide practical solutions.
• Training & Support: Escalate complex technical issues to the development team when needed.
• Training & Support: Maintain clear and accurate records of support cases and resolutions.
• Product Testing & QA: Participate in product testing and QA activities with the product development team.
• Product Testing & QA: Test new features and releases to ensure high-quality delivery to clients.
• Product Testing & QA: Provide feedback on user experience to assist with continuous platform improvement.

Skills

SaaS onboarding experience

English communication

Remote work self-management

Attention to detail

Multi-project onboarding

Training delivery

Data management in spreadsheets

Job description

Our client is an AI-native compliance platform purpose-built for Australian businesses that store and handle dangerous goods. They provide sophisticated software solutions designed to streamline safety and regulatory requirements across the logistics and EHS sectors.

They are now seeking to hire an Customer Onboarding and Support Specialist to ensure new customers are successfully onboarded and supported as they adopt the platform. This role is pivotal in bridging the gap between technical setup and customer confidence, ensuring users derive maximum value from the software.

Job Responsibilties:

Implementation & Customer Onboarding

• Play a key role in helping new customers get up and running on the company platform


• Perform hands-on system setup for new customer environments


• Import and configure user accounts, sites, and roles


• Import and update Safety Data Sheets (SDSs)


• Import product files from customer inventory management systems


• Work directly with customer contacts to progress onboarding tasks and resolve setup issues


• Track onboarding progress and maintain internal records

Training & Support

• Deliver online product training sessions to customer users via video calls


• Maintain and update standard training materials to reflect system updates


• Respond to inbound customer support enquiries promptly


• Resolve customer issues where possible and provide practical solutions


• Escalate complex technical issues to the development team when needed


• Maintain clear and accurate records of support cases and resolutions

Product Testing & QA

• Participate in product testing and QA activities with the product development team


• Test new features and releases to ensure high-quality delivery to clients


• Provide feedback on user experience to assist with continuous platform improvement

• Previous experience in a SaaS customer onboarding or implementation role


• Strong English communication skills, both written and verbal


• High level of comfort with SaaS platforms and cloud-based software


• Intermediate to advanced proficiency in spreadsheets and data management


• Strong attention to detail, especially when handling product and SDS data


• Proven ability to manage multiple onboarding projects simultaneously


• Confident in delivering training sessions to small groups of users


• Ability to work Monday to Friday aligned to Australian Eastern Standard Time business hours


• Reliable and self-managing in a remote working environment

Nice-to-Have Skills

• Exposure to compliance EHS (Environmental, Health & Safety) or logistics software


• Experience using helpdesk or ticketing systems


• Experience working in a startup or AI-native environment

• Permanent work-from-home set-up


• Dayshift (Australian business hours)


• Full-time job


• HMO


• Annual leave


• 13th-month pay


• With Government Mandated Benefits